Carlos Roberto López Bernard

Carlos Roberto López Bernard  new_releases

About

Detail

Customer Service and sales manager
Guatemala

Contact Carlos regarding: 
work
Full-time jobs
Starting at USD13/hour
Flexible work
Starting at USD12/hour

Timeline


work
Job
school
Education
folder
Project (professional or personal)
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Award
1999
2022

Résumé


Jobs verified_user 0% verified
  • B
    Head of Support Commercial Department
    Banco GyT Continental
    Jun 2019 - Aug 2022 (3 years 3 months)
    Building the structure of the commercial support department, managing and training resources (infrastructure, human resources, performance indicators, BPM, applications, etc.) to ensure compliance with the customer service objectives of the commercial and corporate banks. Training of the personnel in charge, training them to be professionals capable of performing administrative, operational, technological and commercial tasks, as well as training them to lead work teams. Project Manager and Stakeholder of improvement projects for the bank such as, digitalization of processes and digital transformation, implementing a variety of BPM's, openings and updates of digital accounts, creation of digital signature registration booklet, bank certific
  • R
    Commercialization Manager
    RECLUTARTE GUATEMALA
    Feb 2017 - Feb 2019 (2 years 1 month)
    Creation of a company dedicated to BTL, ATL, recruitment, outsourcing and various consultancies, management of the company's marketing, attraction of new clients, strategy for the provision of services to external clients, formulation of service marketing strategy, creation of routes for the location of personnel at points requested by the client for BTL campaigns, inplant logistics, management of compliance meters for subcontracted personnel, invoicing, establishment of payroll, collection from suppliers, training of middle and senior management, general management of the company's financial risk. Achievements: Establishment of internal processes. Securing clients. Positioning of the company. EXPERIENCE
  • C
    Collection Supervisor
    CITIBANK GUATEMALA
    Oct 2013 - Sep 2017 (4 years)
    Supervision and coordination of work teams of more than 30 people, functional and motivational training of personnel, main responsible for training all new supervisors in the area, recording of daily and monthly reports and controls (KPI's), formulation and full knowledge of reports, meters and department planners for cards and credits (macro and micro), continuous improvement of effective working time, knowledge and segmentation of portfolio from prevent to bucket 6 (arrears 180).Massive hiring of personnel to cover different positions within the collections area with 95% stability. Support to the collections strategy by implementing call improvement, predictive dialing, job descriptor, strengthening of quality issues, training of new entr
  • Systech
    Commercial and Customer Service Consultant
    Systech
    Dec 2012 - Oct 2013 (11 months)
    Commercial and Customer Service Consulting (freelance).
  • BAC Credomatic
    Telemarketing Supervisor
    BAC Credomatic
    Oct 2011 - Sep 2012 (1 year)
    Supervision and coordination of telemarketing work team of 54 people maximum, formulation of strategies to increase effective work time, establishment of Kpi's (sales area performance indicators) follow-up and compliance. Establishment of monthly salary and commission budget, functional and motivational training of staff. Achievements: Promotion during the first month Achievement and surpassing of daily, monthly, and annual sales goals Integration of work teams Contribution to the improvement of the work environment in the area of extra financing.
  • D
    Customer Service Manager
    DETEKTOR - VSR de Guatemala
    Oct 2009 - Mar 2011 (1 year 6 months)
    Head of the customer service department of 22 people and specific external Call Center staff divided in 7 physical locations. Coordination of the customer service department at country level, coordination and follow-up of the HR training program, formulation of work strategies to increase the department's profitability and implementation and compliance with customer service Kpi's (performance indicators). Implementation and achievement of annual work plans, implementation and follow up of annual budget authorized by management. Achievements: Implementation of management reports with the objective of monitoring the results of the department and achievement of established goals Creation of job descriptors Establishment of department procedu
  • U
    Operations and Customer Service Supervisor
    UPS DE GUATEMALA (United
    Jan 2007 - Sep 2009 (2 years 9 months)
    Manager of an operations department team of a maximum of 21 people. Supervise physical shipments, shipping documentation, completion of export paperwork, supervise export processes and receipt of documents from the operational area. Customer Service: Supervise Call center department and UPS Guatemala Customer Service, direct supervision of DELL account distribution, control and debugging of shipments of key accounts of the company, direct contact with USA and the rest of the countries with English language, sales and import and export quotations. Achievements: Implementation of management reports on customer service and product deliveries, updating and improvement of communication processes with contacts in Latin American countries and the
  • United States Postal Service
    Import Coordinator
    United States Postal Service
    Feb 2006 - Dec 2006 (11 months)
    Control of maritime, air and land cargo imports in general, review, completion and control of policies, customs clearance and internet purchases, direct contact with USA and the rest of the world for imports, consolidation of parcels and shipping from Guatemala to the world, sales of services and support to all areas of the company. Achievements: Implementation of the design of invoices and import orders, customer loyalty through improved procedures focused on personalized and effective service.
  • EMPACADORA TOLEDO S.A
    Insurance Administrator
    EMPACADORA TOLEDO S.A
    Mar 2004 - Dec 2004 (10 months)
  • U
    Data Entry Specialist
    Universidad de San Carlos de Guatemala
    Jan 2004 - Mar 2005 (1 year 3 months)
  • W
    Administration Assistant
    Westrade Guatemala
    Jun 2002 - Aug 2003 (1 year 3 months)
  • E
    Management and Customer Service Assistant
    Estafeta de Guatemala
    Jan 1999 - Nov 2001 (2 years 11 months)
Education verified_user 0% verified
  • U
    Bachelor of Arts in Communication
    Universidad de San Carlos de Guatemala
    Jan 2002 - Jan 2008 (6 years 1 month)
  • E
    MBA Project Management
    Escuela de Negocios Europea de Barcelona (Universidad Internacional Isabel I de Castilla)
Projects (professional or personal) verified_user 0% verified
  • B
    Creatio Various Processes
    Banco GyT Continental
    Jan 2021 - Jun 2022 (1 year 6 months)
    - Implementation of customer-facing internal improvement processes. Digitization of processes.
    - Project Owner and Stakeholder.
Awards verified_user 0% verified
  • B
    Manager of the year
    Banco GyT Continental
    Jan 2021 - Dec 2021 (1 year)
  • U
    Employee of the year
    US Postal
    Feb 2006 - Dec 2006 (11 months)